Download PDF by John R. DiJulius III: Secret Service: Hidden Systems That Deliver Unforgettable

By John R. DiJulius III

ISBN-10: 0814426972

ISBN-13: 9780814426975

ISBN-10: 0814471714

ISBN-13: 9780814471715

Foreword via Capodagli and Lynn Jackson, coauthors of The Disney Way

All companies have shoppers, yet what percentage of them carry unforgettably sturdy customer support? Secret Service finds the hidden structures of the few unparalleled businesses that do: what activities they take behind the curtain to always surpass patron expectancies. those firms make the most of larger shopper loyalty, exponentially multiplied referral networks, reduce worker turnover, and more advantageous bottom-line effects.

by means of quantifying and studying every one part of the ""Customer adventure Cycle,"" Secret Service finds smart, functional principles that may be remodeled into repeatable top practices in any association and at each point. choked with examples acceptable to a variety of industries, this publication offers useful, sensible how you can:

* flip patron lawsuits into optimistic studies

* Use advertising and marketing to move deeper with present clients

* elevate client and worker retention, and switch bland customer support into actually memorable patron reports"

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Additional resources for Secret Service: Hidden Systems That Deliver Unforgettable Customer Service

Sample text

UPS UPS has one of the top training programs in the world. I know because I drove for them for several years. They invest more time and Secret Service Systems 23 money in training their employees, and it shows in their continued success. First they train for safety, driving, as well as prevention of injury. Then they train for efficiency, and in this they excel, making UPS one of the most productive companies anywhere. Everything is timed, down to how you enter and exit your vehicle. Finally, they put enormous emphasis on customer service: how to take care of the customer, and go the extra mile.

Inform client of complimentary blow-dry lesson in the future, to help the client duplicate it on her own. ■ Offer men complimentary neck and sideburn trimmings between visits. ■ Offer referral incentives: $5 gift certificate for every referral and contest with prizes for the clients who refer the most new clients during the year. Conclusion of experience: provided by various staff ■ Assistant, operator, and receptionist: Give client a friendly and enthusiastic sendoff. ■ Designer and receptionist: Give an opportunity to purchase products used.

Client receives a thank you postcard within 48 hours. ■ Client receives a quarterly newsletter. ■ Client receives a birthday card. ■ If client has a challenge, handle it immediately on the spot. Make it right. Fill out customer challenge sheet and have management follow up. ■ If client is not retained after 4 months: send out a reminder card that client is due for an appointment. Secret Service Systems ■ ■ 11 If a client is not retained after 8 months: send out an incentive to return (such as 25 percent off for next visit).

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Secret Service: Hidden Systems That Deliver Unforgettable Customer Service by John R. DiJulius III


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